topic Re: Usercenter Broken in General Topics

Usercenter Broken

cryptochrome — Mon, 11 Sep 2023 11:00:49 GMT

Hi,

I've been trying to log into Usercenter for 1-2 weeks and always face the same problem: After logging in, the page seems to go into some kind of redirect or reload loop, resulting in an empty window and the browser trying to reload the page 1-2 times - per second!

Here is a GIF to get an idea:

Needless to say, I tried various different browsers, from Chrome to Edge to Firefox and Safari, all with the same result. I tried in incognito window with all extensions disabled, to no avail. I even tried all of the above from three different computers. All macOS, btw.

This is completely blocking us right now, and it doesn't appear to be an issue on my end.

Any ideas?

Re: Usercenter Broken

the_rock — Mon, 11 Sep 2023 12:00:22 GMT

Thats odd if you have had these issues for 1-2 weeks now. I have instances where it asks me to log in multiple times (sort of gave up on that while ago lol), but usercenter works fine once logged in.

Are all people in your company having same issue?

Andy

Re: Usercenter Broken

_Val_ — Mon, 11 Sep 2023 12:13:58 GMT

Is it a single PC or all endpoints you can try?

Re: Usercenter Broken

_Val_ — Mon, 11 Sep 2023 12:15:05 GMT

Also, try accessing https://support.checkpoint.com/ and see if you have the same issue or not.

Re: Usercenter Broken

cryptochrome — Mon, 11 Sep 2023 12:20:01 GMT

I just asked a colleague of mine and they can't login either. They get a different behavior, though:

I am eventually getting this, after what feels like 12000 automatic page reloads:

So something is obviously wrong at Check Point's end.

Are they monitoring this forum? Or should I try with a support ticket?

Re: Usercenter Broken

the_rock — Mon, 11 Sep 2023 12:53:23 GMT

There is absolutely nothing wrong, trust me, it works 100%. As @_Val_ said, please try https://support.checkpoint.com

Andy

Re: Usercenter Broken

cryptochrome — Mon, 11 Sep 2023 13:44:57 GMT

That doesn't work. If I go through supportcenter.checkpoint.com and then try to do anything account-related (like going to ParnterMap), it still goes to usercenter.checkpoint.com and I get the redirect loop.

Re: Usercenter Broken

the_rock — Mon, 11 Sep 2023 13:45:55 GMT

Im fairly positive its something in your environment. Do this...turn off wireless on your phone, just have data enabled and try, see what happens.

Andy

Re: Usercenter Broken

cryptochrome — Mon, 11 Sep 2023 13:47:24 GMT

It happens on multiple PCs and from multiple physical locations, with entirely different networks.

The fact that we are getting HTTP 502 errors back from the site tells me there is something wrong on Check Point's end.

Re: Usercenter Broken

the_rock — Mon, 11 Sep 2023 13:49:18 GMT

Respectfully, I have to disagree with that. If something was wrong on CP end, I, along with 1000s other customers, would have EXACT same issue.

Andy

Re: Usercenter Broken

cryptochrome — Mon, 11 Sep 2023 13:52:46 GMT

Just because it works for you and "many others" doesn't mean it works for everyone. You might end up on entirely different webservers of CP than I. Here, these are very clear indicators that something is wrong on CP's side - 502 errors (indicating server errors, as you probably know), and some other weird error message produced by CP's server:

If you don't know what's wrong, that's ok. But it doesn't help if you tell me the problem I am seeing doesn't exist.

Re: Usercenter Broken

cryptochrome — Mon, 11 Sep 2023 13:54:07 GMT

It works fine on support and supportcenter, but the second I navigate to something that involves usercenter or account management, I get redirected to usercenter.checkpoint.com, where the problem is still present.

Re: Usercenter Broken

the_rock — Mon, 11 Sep 2023 13:54:41 GMT

I dont think anything is wrong on CP side, but you can certainly investigate further with TAC.

Andy

Re: Usercenter Broken

cryptochrome — Mon, 11 Sep 2023 14:47:35 GMT

HTTP 502 errors are server-side errors. Google it.

We tried from multiple locations, networks, and PCs. It's not a problem on our end.

Re: Usercenter Broken

the_rock — Mon, 11 Sep 2023 16:05:48 GMT

No need to Google it, I know very well what it means lol

Honestly, at this point, I would call and speak with TAC, see what they say.

Andy

Re: Usercenter Broken

PhoneBoy — Mon, 11 Sep 2023 17:41:40 GMT

The problem you are highlighting does not appear to be widespread.
As a first step, I recommend deleting all cookies from the following sites in your browser:

login.checkpoint.com
accounts.checkpoint.com
iam-sso.checkpoint.com

If after doing so, you're still having issues, please provide your exact login flow from step 1 with screenshots/video so we can see exactly what's happening.

Re: Usercenter Broken

cryptochrome — Mon, 11 Sep 2023 22:47:43 GMT

Deleted all cookies, cleared cache, and went straight to https://usercenter.checkpoint.com

This is the result:

(view in My Videos)

I want to stress again that this exact behavior happens across different browsers, different PCs (well, Macs, actually) and physical locations, e.g. different internet providers. Even when bypassing local firewalls and going straight out. Whatever we do, it makes no difference.

Thank you!

Re: Usercenter Broken

PhoneBoy — Mon, 11 Sep 2023 23:16:21 GMT

Which leaves one possibility: the account(s) used to sign in.
I tried looking up your email address in our Customer Center and can find no record of you.
This is highly unusual and would explain the behavior you are seeing.
Please reach out to Account Services to assist with this: https://help.checkpoint.com

Re: Usercenter Broken

cryptochrome — Mon, 11 Sep 2023 23:33:06 GMT

Thank you. Someone in the partner team who is onboarding us mentioned something similar a few minutes ago. She said they were unable to create my user.

I'll reach out to account services. Thanks PhoneBoy!

Re: Usercenter Broken

cryptochrome — Thu, 14 Sep 2023 09:24:38 GMT

UPDATE:

The issue has been resolved now. It turned out that Usercenter did not support the .io top level domain in email addresses. Apparently, there was no error handling for that in place, and the page went into that redirect loop.

They added support for .io domains, and I am now able to log in.

I thought I'd let you know, @PhoneBoy and @the_rock